Lead - Tech Support

What will you do

• Lead & Mentor – Guide a team of Tech Support Engineers, setting best practices for diagnosing, resolving, and documenting technical issues.
• Troubleshoot & Resolve – Analyze and troubleshoot complex software, API, and system-related issues, ensuring seamless customer experiences.
• Optimize Support Operations – Develop automated tools, scripts, and dashboards to improve troubleshooting efficiency and proactive issue resolution.
• Collaborate Cross-Functionally – Work closely with Engineering, Product, and Customer Success teams to escalate unresolved issues and drive product enhancements.
• Drive Continuous Improvement – Identify recurring issues, implement solutions at scale, and contribute to Spyne's AI-powered Auto Retail innovations.

What you must have

Education & Experience

• BTech/BS/MS in Computer Science, Engineering, or a related field.
• 5-8 years of experience in Technical Support, System Administration, DevOps, or Software Engineering roles.

Technical Expertise

• Proficiency in troubleshooting APIs, databases (SQL/NoSQL), cloud-based infrastructure (AWS), and system performance issues.
• Hands-on experience with scripting (Python, Bash, or Node.js) to automate support processes.
• Strong understanding of ElasticSearch, REST APIs, and distributed systems.
• Familiarity with Git, CI/CD pipelines, and deployment systems in an Agile environment.

Problem-Solving & Collaboration

• Strong command over troubleshooting methodologies, root cause analysis, and proactive issue resolution.
• Excellent analytical, communication, and stakeholder management skills.
• Ability to collaborate across Engineering, Product, and Customer Success teams to enhance the support experience.

Work Setup & Mindset

• Comfortable working in a high-performance, in-office environment with a customer-first mindset.
• Ability to work in rotational shifts